Contact can be integrated with third-party Customer Relationship Management (CRM) platforms to enhance the CRM capability provided to a company.
Salesforce integration allows the company’s agents to use the Contact within the Salesforce application. The agents continue to use Salesforce as their main environment, but can use the Contact to make and receive calls. Agents can initiate calls from within Salesforce by clicking on the contact’s telephone number in the contact page and, when they receive a call, the contact’s details will be automatically opened on screen for them, reducing the time needed by agents to manually search for information.
This online help describes how to integrate Salesforce with the Contact system.
The integration procedure involves three steps:
- Setting up the Call Centre application on Salesforce
- Adding users to the Call Centre application
- Adding CTI integration to the relevant Salesforce applications.
| Note: Please refer to Salesforce Integration Procedure for more information about the steps required. |
The below video demonstrates how to use the newly integrated systems together.